Statlab Customer Service FAQ

Question	Answer
Where can I track my order?	Track your order here! No online account required. https://www.statlab.com/ordersearch
order tracker	Track your order here! No online account required. https://www.statlab.com/ordersearch
Where can I download a StatLab W9?	Download a StatLab W9 here: https://www.statlab.com/pdfs/W-9_StatLab_2024.pdf
How do I return a product?	Start the return process here: https://www.statlab.com/returnsform
Where can I find an SDS?	Have the part number ready and you can download the SDS here: https://www.statlab.com/sds/index/display/
SDS not available	If your SDS isn't found here: https://www.statlab.com/sds/index/display/ contact Product Support at [e-mail]
Where can I find an IFU?	Have the part number ready and you can download the IFU here: https://www.statlab.com/sds/index/display/
IFU not available	If your IFU isn't found here: https://www.statlab.com/sds/index/display/ contact Product Support at [e-mail]
need stain protocol	Have the part number ready and you can download the IFU here: https://www.statlab.com/sds/index/display/
need special stain protocol	Have the part number ready and you can download the IFU here: https://www.statlab.com/sds/index/display/
Where can I find instructions about a product?	Have the part number ready and you can download the IFU here: https://www.statlab.com/sds/index/display/
Where can I find Certificates of Analysis?	Have the part number ready and you can download an CofA here: https://www.statlab.com/cofa
Where are CoA?	Have the part number ready and you can download an CofA here: https://www.statlab.com/cofa
Where are CofA?	Have the part number ready and you can download an CofA here: https://www.statlab.com/cofa
Certificate of Analysis not available	If the Certificate of Analysis isn't found here: https://www.statlab.com/cofa contact Product Support at [e-mail]
CoA not available online	If the Certificate of Analysis isn't found here: https://www.statlab.com/cofa contact Product Support at [e-mail]
CoA not available on website	If the Certificate of Analysis isn't found here: https://www.statlab.com/cofa contact Product Support at [e-mail]
CofA not available online	If the Certificate of Analysis isn't found here: https://www.statlab.com/cofa contact Product Support at [e-mail]
CofA not available on website	If the Certificate of Analysis isn't found here: https://www.statlab.com/cofa contact Product Support at [e-mail]
I need to speak with your quality department	Call us at 1-800-442-3573 X5 or email [e-mail]
How do I place an order?	To place an order or make an inquiry call Customer Service at 800-442-3573 and press 2. Orders can also be placed by email to [e-mail], by fax to 972-436-1369, or here on this website. If you’re not currently a web user, click here to register. If ordering by email or fax, be sure to include a catalog number, brief description of the product, desired quantity, purchase order number, your phone number and name.
Is StatLab closed on holidays?	StatLab is closed for business operations on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and the following Friday, Christmas Eve, and Christmas Day.
What are the hours for Customer Service?	Customer service is available from 7AM to 6:30PM CST
How can I contact Customer Service?	Call us at 1-800-442-3573 or email [e-mail]
how to email Customer Service	Email Customer Service at [e-mail]
how to call Customer Service	Call us at 1-800-442-3573
Are there minimum order requirements?	There are no minimum order requirement for in-stock items. This includes most of the StatLab product catalog. On items not carried in stock, or customized products, there are minimum order requirements. Please ask your sales representative for more details.
Are StatLab products guaranteed?	Yes. StatLab products come with an unconditional, no argument guarantee. If the product is not performing as expected, we will replace it.
How do I set up a standing order?	Email Customer Service at [e-mail] to set up a standing order tailored to meet your specific requirements. This timesaving, flexible and convenient method of ordering provides a predictable product flow and may offer freight savings.
How do I order online?	Sign up or learn how to order online here: https://www.statlab.com/onlineordering
Is StatLab GHX compliant?	StatLab is in the process of onboarding GHX compatability. Contact Customer Service for more information: https://www.statlab.com/help
Who do I contact about a pricing discrepancy?	Contact your sales representative to correct any pricing discrepancies. Don't know who your sales rep is? Contact us here: https://www.statlab.com/contact
Who do I contact about pricing issue	Contact your Sales Rep about pricing issues.
How will I know if my order has shipped?	You will receive an email confirmation when your order ships, which will include a link to tracking information.
When will my order ship?	The StatLab team strives to ship orders received by 12:00PM CST on the day that they are received. This is sometimes dependent on weather and volume of orders received.
How will my order ship?	Orders are shipped FOB via common carrier the most economical way. Special shipping arrangements can be made upon request. In some cases, a hazardous material charge will apply. This charge is billed and applied to invoice as part of total freight cost. Shipping, delivery and transit times are based on standard UPS/ FedEx transit maps.
Where does my order ship from?	Your order will ship from the distribution center closest to your location unless the product isn't available, in which case it will ship from the center where the product is located. StatLab has two distribution centers in Texas and Maryland.
Can you expedite my order?	We will assist you with emergency or next day air orders when possible, however StatLab does not ship hazardous materials by air. Call customer service or your representative to expedite a shipment if needed.
Can my order be expedited	Contact Customer Service at 1-800-442-3573 or email [e-mail] for more information.
My product arrived damaged, how can I get a replacement?	Shipments leave our warehouse in good condition. The number of packages shipped is indicated on the freight bill with the contents of the shipment shown on the packing slip. Do not accept a damaged or short shipment until the delivering carrier's driver has made a "Damage" or "Shortage" notation on both copies of the freight bill. If this occurs, fill out a return request form here: https://www.statlab.com/returnsform
How can I access a W9 for StatLab?	Download here: https://www.statlab.com/pdfs/W-9_StatLab_2024.pdf
What is the accounts receivable billing address?	PO Box 678056, Dallas, TX 75267-8056
How do I contact the billing department?	Call us at 972-436-1010, option 6 or email [e-mail]
What are your payment terms?	Payment terms are net 30 days. Visa, MasterCard, American Express, and Discover accepted.
How do I pay my bill online?	Email [e-mail] for a custom payment link
Where can I find the latest ISO certification?	Download here: https://www.statlab.com/pdfs/2023%20ISO%20Certificate%20FM%20653385.pdf
Is StatLab ISO certified?	StatLab is 13485 ISO certified.
How many years has the company been providing supplies or services?	StatLab has served the histology community for over 45 years since 1976.
I'm looking for BBC Biochemical or American Mastertech.	Since 2018, StatLab has acquired American Mastertech, BBC Biochemical, and Pyramid Innovations. Please contact Customer Service who can help you navigate requests.
I'm looking for Poly Scientific R&D	Poly Scientific R&D joined the StatLab family of brands in 2024. You can explore and purchase products on statlab.com Where you a previous customer? Visit our welcome page for information here: https://www.statlab.com/welcomepolyscientific
I'm looking for Scientific Device Laboratory	Scientific Device Laboratory joined the StatLab family of brands in 2024. You can explore and purchase products on statlab.com Where you a previous customer? Visit our welcome page for information here: https://www.statlab.com/welcomesdl
I'm looking for SDL	Scientific Device Laboratory joined the StatLab family of brands in 2024. You can explore and purchase products on statlab.com Where you a previous customer? Visit our welcome page for information here: https://www.statlab.com/welcomesdl
I'm looking for CellPath	CellPath joined the StatLab family of brands in 2022. Learn more about their products and service here: https://www.cellpath.com/
I'm looking for Diapath	Diapath joined the StatLab family of brands in 2024. Learn more about their products and service here: https://www.diapath.com/
I'm looking for Myr	Myr joined the StatLab family of brands in 2024. Learn more about their products and service here: https://myr.com.es/
Who should I contact if I have questions about a product?	Reach out to our dedicated Product Support team here: https://www.statlab.com/support/
I need help with my PiSmart Printer	Access support videos, drivers, manuals, guides, and more here: https://www.statlab.com/pismart-downloads Still need help? Contact Equipment Service & Support here: https://www.statlab.com/equipment-support
I need help with my equipment	Contact Equipment Service & Support by calling 1-855-STAT HELP or emailing [e-mail]
I need help with my printer	Contact Equipment Service & Support by calling 1-855-STAT HELP or emailing [e-mail]
How do I access results for my vapor monitor?	Results are available in 3-4 weeks. Access your results on the safetech monitor web page: https://www.statlab.com/safetech-vapor-monitors
Are custom labeled products available?	Yes! Learn more and fill out a request form here: https://www.statlab.com/custom-products
are custom parts available	Yes! Learn more and fill out a request form here: https://www.statlab.com/custom-products
Can single components be replaced in MasterTech special stain kits?	Yes, you can purchase the individual components here: https://www.statlab.com/histology/stains.html#cat=mastertech-special-stain-components
Can single components be replaced in Poly Scientific R&D special stain kits?	Yes, you can purchase the individual components here: https://www.statlab.com/histology/stains/poly-scientific-special-stain-components.html
I need help choosing a slide for my applications	Answer a few short questions about your proccess and find your slide match with our Slide Finder Tool: https://form.typeform.com/to/Auhy69bj?typeform-source=www.statlab.com
I need help choosing a stain	Request a free stain optimization kit for personalized results: https://www.statlab.com/stainprogram
I need help optimizing my stains	Request a free stain optimization kit for personalized results: https://www.statlab.com/stainprogram
I received my stain optimization kit, what do I do now?	Fill out the online form before sending your completed kit back to us here: https://form.typeform.com/to/E443TBnd?typeform-source=www.statlab.com  Our Product Support Team will reach out with recommendations.
What upcoming events do you have?	Find out about upcoming events or local meetings we'll be attending near you here: https://www.statlab.com/news/events
Will you be at NSH?	Yes! Learn more here: https://www.statlab.com/news/events
Will you be at USCAP?	Yes! Learn more here: https://www.statlab.com/news/events
Do you offer webinars or courses for CE credits?	Yes! Take recorded webinars valid for credis or view upcoming webinars here: https://www.statlab.com/webinars
Are you hiring?	Yes! Find out more about careers available here: https://www.statlab.com/join-team
I want to buy your products, but I don't live in the USA	We have a broad network of global distributors. Find one here: https://www.statlab.com/international
I want to become a global distributor	Fill out a request form here: https://www.statlab.com/international
Where else can I purchase StatLab products?	Meet Our USA Distribution and GPO Partners here: https://www.statlab.com/partners
Do you sell products on GPOs?	Yes! Find out if we work with your GPO partner here: https://www.statlab.com/partners
Can you send me a catalog?	Yes! Reach out to your sales representative or download a digital copy here: https://www.statlab.com/media/wysiwyg/codazon/catalog/StatLab_Catalog2023.pdf
How do I use the Aunex Blade Removed?	Watch a how to video here: https://www.statlab.com/videos
How do I use the Supa Mega Clamp?	Watch a how to video here: https://www.statlab.com/videos
How do I pour my reagents?	Watch a how to video here: https://www.statlab.com/videos
What is the best way to pick up tissue sections?	Watch our best tips and tricks here: https://www.statlab.com/videos
I need help with my Methenamine Silver kit	Watch a how to video here: https://www.statlab.com/videos
I need help with my Ammoniacal  Silver kit	Watch a how to video here: https://www.statlab.com/videos
How do I build the FS4 storage container?	Watch a how to video here: https://www.statlab.com/videos
How do I build the FS8 storage container?	Watch a how to video here: https://www.statlab.com/videos
Where can I find published studies or white papers?	See whitepapers available here: https://www.statlab.com/news/white-papers
My controls didn't work	Please send a mesage including the part and lot numbers to Product Support at [e-mail].
controls are negative	Please send a mesage including the part and lot numbers to Product Support at [e-mail].
eosin is washed out	Are you using a StatLab brand Eosin? StatLab eosins are designed to transfer directly into 100% alcohol after staining. If there is a 95% alcohol step after your StatLab eosin, the stain can look pale, grayish, or washed out without differntiation. For more information contact Product Support at [e-mail]
eosin is bleeding	Eosin bleeding from tissue sections and creating a "halo" around the section usually indicate that water was left in the section after staining. Ensure adequate alcohol differentiation and clearing, with defined alcohol and xylene rotation. Need more i nformation? contact Product Support at [e-mail]
eosin pale	Are you using a StatLab brand Eosin? StatLab eosins are designed to transfer directly into 100% alcohol after staining. If there is a 95% alcohol step after your StatLab eosin, the stain can look pale, grayish, or washed out without differntiation. For more information contact Product Support at [e-mail]
eosin halo	Eosin bleeding from tissue sections and creating a "halo" around the section usually indicate that water was left in the section after staining. Ensure adequate alcohol differentiation and clearing, with defined alcohol and xylene rotation. Need more i nformation? contact Product Support at [e-mail]
H&E sample protocol	A sample protocol can be found here https://www.statlab.com/pdfs/Hematoxylin_Eosin_Stains_IFU.pdf
H&E protocol	Visit the "sign-in" button in the upper right corner, and instead of logging in, select "Reset password"
reset online password	Follow this link and submit the email associated with your account to receive a password reset email: https://www.statlab.com/customer/account/forgotpassword/
Create an online account	You can register for online ordering by filling out this form here: https://www.statlab.com/b2b/portal/register
add an address to my account	Contact [e-mail] with the address information you would like to add and your account number, and we will have it uploaded shortly.
help with online account	Need further assitance or have more questions about online ordering? Contact [e-mail] for additional assitance with your online account.
how to return vapor monitor badge	Need to return a vapor monitor badge? Use this link: https://www.statlab.com/safetech-vapor-monitors and click on the pink truck or the words "print a shipping label". Complete the form and print out the label.
how to return Xylene badge	Need to return a vapor monitor badge? Use this link: https://www.statlab.com/safetech-vapor-monitors and click on the pink truck or the words "print a shipping label". Complete the form and print out the label.
how to return formalin badge	Need to return a vapor monitor badge? Use this link: https://www.statlab.com/safetech-vapor-monitors and click on the pink truck or the words "print a shipping label". Complete the form and print out the label.
how to return Xylene vapor badge	Need to return a vapor monitor badge? Use this link: https://www.statlab.com/safetech-vapor-monitors and click on the pink truck or the words "print a shipping label". Complete the form and print out the label.
how to return Xylene vapor monitor badge	Need to return a vapor monitor badge? Use this link: https://www.statlab.com/safetech-vapor-monitors and click on the pink truck or the words "print a shipping label". Complete the form and print out the label.
how to return formlin vapor badge	Need to return a vapor monitor badge? Use this link: https://www.statlab.com/safetech-vapor-monitors and click on the pink truck or the words "print a shipping label". Complete the form and print out the label.
how to return formalin vapor monitor badge	Need to return a vapor monitor badge? Use this link: https://www.statlab.com/safetech-vapor-monitors and click on the pink truck or the words "print a shipping label". Complete the form and print out the label.
vapor monitor results	Looking for vapor monitor badge results: Use this link: https://statlab.com/safetech-vapor-monitors and click on the pink envelope or the words "Log In To Result Portal". A link to create a login is sent to the laboratory email returned with the vapor monitor badges. It can take up to four weeks to receive the link.
formalin vapor monitor results	Looking for vapor monitor badge results: Use this link: https://statlab.com/safetech-vapor-monitors and click on the pink envelope or the words "Log In To Result Portal". A link to create a login is sent to the laboratory email returned with the vapor monitor badges. It can take up to four weeks to receive the link.
xylene vapor monitor results	Looking for vapor monitor badge results: Use this link: https://statlab.com/safetech-vapor-monitors and click on the pink envelope or the words "Log In To Result Portal". A link to create a login is sent to the laboratory email returned with the vapor monitor badges. It can take up to four weeks to receive the link.
formalin badge results	Looking for vapor monitor badge results: Use this link: https://statlab.com/safetech-vapor-monitors and click on the pink envelope or the words "Log In To Result Portal". A link to create a login is sent to the laboratory email returned with the vapor monitor badges. It can take up to four weeks to receive the link.
xylene badge results	Looking for vapor monitor badge results: Use this link: https://statlab.com/safetech-vapor-monitors and click on the pink envelope or the words "Log In To Result Portal". A link to create a login is sent to the laboratory email returned with the vapor monitor badges. It can take up to four weeks to receive the link.
vapor badge results	Looking for vapor monitor badge results: Use this link: https://statlab.com/safetech-vapor-monitors and click on the pink envelope or the words "Log In To Result Portal". A link to create a login is sent to the laboratory email returned with the vapor monitor badges. It can take up to four weeks to receive the link.
how long for vapor monitor results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.
how long for vapor monitor badge results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.
how long for formalin vapor badge results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.
how long for formalin badge results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.
how long for formalin vapor monitor badge results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.
how long for xylene badge results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.
how long for xylene vapor badge results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.
how long for xylene vapor monitor badge results	Vapor monitor results are returned within 4-6 weeks. See https://www.statlab.com/safetech-vapor-monitors for more information.